contact center analyst

TELUS Digital

<div>Description 
 
Position Overview: 
As a Real Time Analyst, you will use your expertise to monitor and analyze real-time and intraday operations performance. You will verify attendance and produce intraday reporting to ensure service level agreements are met. The ideal candidate will possess strong analytical skills, a working knowledge of contact center operations, and the ability to thrive in a fast-paced environment. 
 
Specific Responsibilities May Include:<ul><li> 
Monitor real-time metrics (attendance &amp; schedule adherence, average handle time, automatic call distribution, talk time, after call work) to ensure proper staffing levels and compliance with the account's service level agreements</li><li> 
Provide real-time performance reports (aux activities, hold time, after call usage) and post-mortem reports to Operations leaders in the established cadence</li><li> 
Proactively communicate intraday challenges impacting service level agreements to Operations leaders in support of required actions</li><li> 
Support communication with team leaders and frontline team members</li><li> 
Verify attendance and maintain accurate staffing records</li><li> 
Analyze intraday performance data and identify trends or anomalies</li><li> 
Collaborate with Operations leadership to address service level risks</li><li> 
Produce timely and accurate reporting to support operational decision-making</li><li> 
Perform other duties and assignments as directed</li></ul> 

Required Experience, Skills &amp; Competencies:<ul><li> 
8+ months of work experience in a contact center environment</li><li> 
High school degree</li><li> 
C1 Proficiency in English language (oral/written)</li><li> 
Working knowledge of contact center operations and real-time monitoring</li><li> 
Analytical and problem-solving skills</li><li> 
Ability to work in a fast-paced environment</li><li> 
Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgment, and precedents</li></ul> 

Preferred Experience, Skills &amp; Competencies:<ul><li> 
Workforce management experience</li><li> 
Knowledge of real-time monitoring and reporting systems</li><li> 
Familiarity with contact center-specific software and applications</li><li> 
Experience with performance reporting tools and dashboards</li><li> 
Basic knowledge of business planning and scheduling principles</li></ul> 

TELUS Values: 
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:<ul><li> 
We passionately put our customers and communities first</li><li> 
We embrace changes and innovate courageously</li><li> 
We grow together through spirited teamwork</li></ul> 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. 
 
 
 
About Company: 
 
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. 
 
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. 
 
Our solutions span Data &amp; AI, Digital Experience &amp; IT, CX Management and Trust &amp; Safety. At the core of our innovation is Fuel iX&trade;, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. 
 
Equal Opportunity Employer Statement 
 
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.</div>

Call Center Real Time Analyst

Mphasis

SummaryAs a Quality Monitoring Specialist supporting our outbound telecom contact center, you will be responsible for evaluating customer interactions, identifying performance gaps, and ensuring that agents uphold compliance, professionalism, and customer experience standards. In this role, you will partner closely with Operations, Training, Workforce Management, and Client Stakeholders to provide insights, coaching recommendations, and trend analysis that directly supports customer retention, sales success, and brand reputation.This role requires exceptional attention to detail, strong analytical skills, and the ability to interpret performance trends while providing fair, accurate, and calibrated evaluations. As our program expands, adaptability and continuous improvement are essential qualities for success.Key Responsibilities Include<ul><li>Conduct quality evaluations of outbound calls (manual and campaign-based) to ensure adherence to scripts, compliance standards, and telecom regulations.</li><li>Monitor agent performance related to customer engagement, retention efforts, product positioning, and save/sales opportunities.</li><li>Identify coaching opportunities and partner with supervisors and training teams to support ongoing performance development.</li><li>Maintain calibration sessions with internal and client partners to ensure consistent scoring and interpretation of quality standards.</li><li>Produce detailed reports on agent performance trends, customer sentiment, compliance risks, and areas for operational improvement.</li><li>Flag high-risk behaviors or potential compliance violations, ensuring timely escalation and corrective action.</li><li>Provide feedback on process gaps, system issues, or customer pain points observed during monitoring.</li><li>Support new program launches by helping develop scorecards, QA rubrics, and workflow improvements.</li><li>Document findings thoroughly in CRM and QM tools for visibility across cross-functional teams.</li><li>Assist in maintaining alignment with client quality expectations, telecom policies, and legal requirements, including adherence to telemarketing rules (TCPA, DNC, etc.).</li><li>Participate in continuous improvement initiatives aimed at reducing repeat contacts, enhancing customer satisfaction, and improving retention outcomes.</li></ul>Soft Skills<ul><li>Strong verbal and written communication skills; ability to deliver constructive feedback professionally.</li><li>High emotional intelligence and an unbiased approach to evaluating customer interactions.</li><li>Strong analytical mindset with the ability to spot trends and patterns.</li><li>Adaptability in a dynamic, competitive telecom environment.</li><li>Ability to collaborate with cross-functional teams in a positive, solutions-oriented manner.</li><li>Attention to detail and critical thinking in evaluating call behaviors and outcomes.</li></ul>Required Qualifications<ul><li>4&ndash;5 years of Quality Assurance, Quality Monitoring, or Contact Center experience (Outbound preferred).</li><li>Experience in telecom, retention, loyalty, or customer success environments.</li><li>Familiarity with QM platforms (e.g., NICE, Verint, Calabrio) and CRM systems (Salesforce, WFM, or equivalent).</li><li>Strong understanding of outbound dialing compliance (TCPA, DNC, script adherence, disclosures).</li><li>Ability to assess call behavior objectively with high accuracy and consistency.</li><li>Proficiency with Microsoft Office (Excel, PowerPoint, Word) for reporting and insights.</li></ul>Preferred Qualifications<ul><li>Experience in telecom residential or business services.</li><li>Background in sales, customer retention, or outbound customer engagement.</li><li>Experience supporting performance calibration, training, or coaching sessions.</li><li>Knowledge of technical troubleshooting, billing support, or account management in a telecom setting.</li></ul>Perks<ul><li>High-visibility role with direct impact on customer retention, brand experience, and agent success.</li><li>Hybrid flexibility after training completion.</li><li>Collaborative culture with opportunities to influence processes and performance standards.</li><li>Career growth opportunities as the program expands (QA Lead, Trainer, Supervisor, Analyst roles).</li><li>Opportunities to cross-train across multiple business units and telecom lines of business.</li></ul>Pay: $24.00 per hourAbility to commute/relocate:<ul><li>Carrollton, TX 75007: Reliably commute or planning to relocate before starting work (Required)</li></ul>Education:<ul><li>High school or equivalent (Required)</li></ul>Experience:<ul><li>Telecommunication: 2 years (Required)</li><li>Outbound Contact center: 3 years (Required)</li><li>Quality assurance: 3 years (Required)</li><li>CRM software: 2 years (Required)</li></ul>Work Location: In person

Quality Monitoring Specialist – Outbound Telecom Contact Center

NuAxis Innovations

<div><div>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Call Center Analyst - HR Desk for a Full-Time position.
Job Summary:
We are currently seeking a Human Resources Service Center Analyst (HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role.
Essential Functions:<ul><li>
Some of the primary responsibilities of this role include:</li><li>
Handling incoming phone requests from customers</li><li>
Handling incoming electronic requests (Chat, Email, and Fax) from customers</li><li>
Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.</li><li>
Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)</li><li>
Researching customer requests to ensure accurate information and resolutions are provided</li><li>
Escalating customer requests that cannot be handled at the Service Center to the appropriate support team</li><li>
Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation</li><li>
Creating, updating, and retiring service center knowledge documentation</li><li>
Attend and participate in team meetings to surface and discuss process improvements and service offering changes</li></ul>
Education:<ul><li>
High school diploma or equivalent. Bachelor's Degree preferred.</li><li>
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire</li></ul>
Knowledge Requirements:<ul><li>
Critical thinking skills</li><li>
Active listening skills and effective communication strategies</li><li>
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred</li><li>
Human Resource application support experience preferred</li></ul>
Experience:
Two (2) + years of customer service experience. Service desk or call center experience preferred.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!</div></div>

Call Center Analyst - HR Desk

Alignment Healthcare

<div>Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.
The Remote Real-Time Analyst (RTA) is responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Customer Experience workgroup. This role monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. The RTA serves as the operational bridge between Workforce Management and Operations to proactively manage risk, maintain schedule adherence, and protect the customer experience.
ob Duties/Responsibilities:
Intraday Performance Management<ul><li>
Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence</li><li>
Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions</li><li>
Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization</li><li>
Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes</li><li>
Flexibility to work shift based on operational need</li></ul>
Adherence &amp; Capacity Control<ul><li>
Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity</li><li>
Identify and communicate adherence risks or behavioral trends impacting service performance</li><li>
Partner with Operations leadership to improve adherence, occupancy balance, and schedule efficiency</li></ul>
Intraday Analysis &amp; Communication<ul><li>
Perform intraday trend analysis of volume, handle time, and volume drivers</li><li>
Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers</li><li>
Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team</li><li>
Maintain intraday reporting and status updates on performance, risks, and mitigation actions</li></ul>
Forecast vs. Actual Management<ul><li>
Track forecast accuracy at the interval level and document key drivers of variance</li><li>
Monitor external or business events that may impact contact demand</li><li>
Provide intraday insights to support short-term forecasting adjustments and continuous improvement</li></ul>
WFM Systems &amp; Scheduling<ul><li>
Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms</li><li>
Validate schedule integrity, staffing levels, and ring/skill group assignments</li><li>
Monitor real-time system performance and escalate telephony, routing, or application issues impacting service delivery</li><li>
Ensure data accuracy across WFM and telephony platforms</li></ul>
Supervisory Responsibilities:<ul><li>
None</li></ul>
Job Requirements:
Experience:<ul><li>Required:</li></ul><ul><li>
Minimum 5 years in a contact center environment</li><li>
Minimum 3 years in Workforce Management, Real-Time</li><li>Preferred: None</li></ul>
Education:<ul><li>Required: High School Diploma or GED.</li><li>Preferred: Bachelor&rsquo;s degree or equivalent experience</li></ul>
Training:<ul><li>Required: None</li><li>Preferred: WFM or Contact Center related certification</li></ul>
Specialized Skills:<ul><li>Required:</li></ul><ul><li>
Intraday management and service recovery strategies</li><li>
Understanding of Erlang-based staffing principles and interval planning</li><li>
Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy</li><li>
Advanced Excel skills (data analysis, pivot tables, trend analysis)</li><li>
Ability to interpret interval-level performance data and translate insights into operational actions</li><li>
Strong problem-solving and decision-making in a high-volume, real-time environment</li><li>
Effective communication and collaboration with Operations and WFM partners</li><li>
Experience with WFM and telephony platforms (Talkdesk or equivalent)</li></ul>
Licensure:<ul><li>Required: None</li><li>Preferred:</li></ul>
Other:<ul><li>Required: None</li></ul>
Essential Physical Functions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this 100% Remote job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Pay Range: $53,210.00 - $79,815.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.<ul><li>DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health&rsquo;s talent acquisition team, please email careers@ahcusa.com.</li></ul></div>

Remote Analyst, WFM Real Time

The Coca-Cola Company

<div>The Advisor, Short-Term Workforce Analyst is responsible for supporting operational excellence through accurate short-term forecasting, planning, project support, scheduling, and reporting across all contact center channels including calls, emails, chats and texts. This role requires strong analytical skills, advanced proficiency in Microsoft Excel and Power BI, and the ability to collaborate cross-functionally to ensure optimal service levels and business continuity during service disruptions.
What You&rsquo;ll Do for Us<ul><li>
Develop and maintain short-term forecasts for call, email, and chat/text volumes using predictive and prescriptive analytics (30-minute interval to at least 3 weeks in advance).</li><li>
Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for phone volume streams. Maintain Excel and PowerBI with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for email/chat/text volume streams.</li><li>
Collaborate with Operations teams to understand business drivers and incorporate insights with updated volume, average handle time, shrinkage and other drivers into forecasting models (Genesys and manual Excel/Power BI models) for all volume streams (phone/email/chat/text).</li><li>
Create and maintain dashboards and reports using Microsoft Excel, Power BI, and other MS Office tools such as PowerApps, Power Automate, SharePoint, MS Forms.</li><li>
Responsible for accurate collection and analytics of data</li><li>
Conduct regular trend analysis for specific lines of business</li><li>
Monitor real-time and historical contact volume trends to inform staffing and scheduling decisions.</li><li>
Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned</li><li>
Coordinate with cross-functional teams to manage volume redirection during service disruptions.</li><li>
Facilitate regular forecast meetings with LOB partners</li><li>
Maintain a deep understanding of staffing availability and contact volume streams across all channels.</li><li>
Support scheduling processes to ensure optimal service levels and resource utilization.</li><li>
Proactively identify opportunities for process improvement and automation within workforce planning.</li><li>
Assist with ad-hoc requests and general strategy development</li><li>
Align front-line shifts with workload projections to support prompt customer service via weekly schedule optimization, schedule bids, mini bids and vacation bids, overtime and voluntary time off</li></ul>
Qualifications<ul><li>
Proven experience in workforce management, forecasting, or scheduling in a contact center environment.</li><li>
Advanced proficiency in Microsoft Excel (e.g., pivot tables, formulas, macros) and Power BI.</li><li>
Strong knowledge of Microsoft Office Suite for reporting and dashboard creation.</li><li>
Experience with omnichannel forecasting and scheduling (calls, emails, chats, text).</li><li>
Strong analytical, problem-solving, and communication skills.</li><li>
Ability and initiative to work collaboratively across departments including levels of leadership and manage multiple priorities.</li><li>
Preferred: BS/BA degree in related discipline (Business, Finance or Mathematics)</li><li>
Required WFM experience preferred</li><li>
Previous forecasting experienced preferred</li><li>
Strong communication skills</li><li>
Ability to multi-task and meet deadlines</li><li>
Ability to collaborate and influence others</li><li>
Easily adapts to change</li><li>
Excellent time management and organization skills</li></ul>
What We Can Do for You<ul><li>
Iconic &amp; Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife &amp; Topo Chico.</li><li>
Expansive &amp; Diverse Customers: We work with a diversified group of customers which range from retail &amp; grocery outlets, theme parks, movie theatres, restaurants, and many more each day.</li><li>
Large &amp; Connected Network: Ability &amp; exposure to cross-functional connected teams across the country &amp; globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.</li><li>
Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.</li></ul>
The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.
Analytical Thinking, Analytical Thinking, Aspect eWorkforce Management, Collaborating, Communication, Computer Literacy, Customer Relationship Management (CRM), Customer Service, Data Analysis, Data Analytics, Data Mining, Data Research, Detail-Oriented, Forecasting, Forecasting Models, Genesys Workforce Management, Impact 360, Market Trends, Microsoft Excel, Microsoft Office, Microsoft Power Business Intelligence (BI), NICE IEX Workforce Management, Oral Communications, Predictive Forecasting, Problem Solving {+ 5 more}
Pay Range:
$60,200 - $74,100
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Location(s):
United States of America
City/Cities:
Remote
Travel Required:
00% - 25%
Relocation Provided:
No
Job Posting End Date:
March 20, 2026
Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what&rsquo;s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors &ndash; curious, empowered, inclusive and agile &ndash; and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws. 
 
Annual Incentive Reference Value Percentage:7.5 
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.</div>

Advisor, Workforce Analysis

Northwest Bank

<div>PA0740 Erie Contact Center 
Job Description<div><h2 class="jobSectionHeader">
DESCRIPTION</h2></div><div>
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.
Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul></div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist I

The Home Depot

<div>Position Purpose:
The Data Scientist is responsible for supporting data science initiatives that drive business profitability, increased efficiencies, improve automation using AI and improved customer experience. This role applies industry-leading Agentic AI capabilities for creatively solve business problems in the Contact Center space. Data Scientists are also responsible for ensuring that developed codes are documented into a library of reusable algorithms. Based on the specific data science team, this role would need to be knowledgeable in one or more data science specializations, such as NLP, Conversational AI, Information Retrieval, Generative AI or search. 
As a Data Scientist, you will also be responsible for applying advanced analytics methods and algorithms for identifying trends and providing business solutions. This role is expected to present insights and recommendations to non-technical audiences and explain the benefits and impacts of the recommended solutions. In addition, Data Scientists collaborate with business partners and cross-functional teams, requiring effective communication skills, building relationships, and focus on understanding the overall business area being supported. 
Key Responsibilities:<ul><li>
55% Solution Development - Design and develop algorithms and models to use against large datasets to create business insights; Participates in large data analytics project teams by serving as a technical lead for analytics projects; May lead small projects and work independently on solution development; Execute tasks with high levels of efficiency and quality; Make appropriate selection, utilization and interpretation of advanced analytical methodologies</li><li>
20% Communicating Results - Effectively communicate insights and recommendations to both technical and non-technical leaders and business customers/partners; Present recommendations in a confident manner in order to influence execution of recommendation; Prepare reports, updates and/or presentations related to progress made on a project or solution; Clearly communicate impacts of recommendations to drive alignment and appropriate implementation</li><li>
10% Business Collaboration - Incorporate business knowledge into solution approach; Effectively develop trust and collaboration with internal customers and cross-functional teams; Work with project teams and business partners to determine project goals</li><li>
15% Technical Exploration &amp; Development - Seek further knowledge on key developments within data science, technical skill sets, and additional data sources; Participate in the continuous improvement of data science and analytics by developing replicable solutions (for example, codified data products, project documentation, process flowcharts) to ensure solutions are leveraged for future projects; Build and maintain library of reusable algorithms for future use, ensuring developed codes are documented</li></ul> 
Direct Manager/Direct Reports:<ul><li>
This position typically reports to Manager or above</li><li>
This position has 0 Direct Reports</li></ul> 
Travel Requirements:<ul><li>
Typically requires overnight travel less than 10% of the time.</li></ul> 
Physical Requirements:<ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul> 
Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul> 
Preferred Qualifications:<ul><li>
Masters in a quantitative field (Computer Science, Math, Statistics, etc.) or equivalent work experience</li><li>
4+ years of industry experience in Machine Learning and AI (specifically Conversational AI)</li><li>
Prior background and experience in building Generative AI based solutions for industry is a plus</li><li>
Working knowledge of Microsoft Excel and Power Point</li><li>
Experience in a modern scripting language (preferably Python)</li><li>
Proficient running queries against data (preferably with Google BigQuery or SQL)</li><li>
Proficient utilizing statistical techniques to identify key insights that help solve business problems</li><li>
Knowledgeable in Prescriptive Modeling like optimization, computer vision, recommendation, search or NLP</li><li>
Demonstrated experience in Machine Learning, Conversational AI, predictive modeling, data mining and data analysis</li></ul> 
Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.</li></ul> 
Preferred Education:<ul><li>
No additional education</li></ul> 
Minimum Years of Work Experience:<ul><li>
3</li></ul> 
Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 
Minimum Leadership Experience:<ul><li>
None</li></ul> 
Preferred Leadership Experience:<ul><li>
None</li></ul> 
Certifications:<ul><li>
None</li></ul> 
Competencies:<ul><li>
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm</li><li>
Business Insight: Applying knowledge of the business and the marketplace to advance the organization's goals</li><li>
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives</li><li>
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences</li><li>
Customer Focus: Building strong customer relationships and delivering customer-centric solutions</li><li>
Drives Results: Consistently achieving results, even under tough circumstances</li><li>
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder</li><li>
Optimizes Work Processes: Knowing the most efficient and effective processes to get things done, with a focus on continuous improvement</li><li>
Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals</li><li>
Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels</li></ul></div>

Data Scientist, Contact Center AI

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